Dividing Responsibilities Between your BPO Provider and your Company

When we’re in the early stages of a relationship with a new client, we almost always reach a point where the client asks: “What will be your responsibility, and what will be ours?” Our new clients are eager to learn about what our role of strategic partner looks like at a functional and operational level, and it’s important to spell this out clearly in order to have a successful BPO business partnership.

While every engagement will vary, there are some core responsibilities you can lean on a BPO provider like Conectys for, as well as some things you’ll need to manage on your end. Here’s a look at that delineation, so you can better understand how to achieve organizational goals through your outsourcing partnership.

Your BPO Partner’s Responsibilities

1. Sharing expertise in areas you haven’t experienced.

One of the main draws of working with an outsourcing provider is being able to tap into their extensive understanding of business factors with which you might not have experience. At Conectys, we’ve helped clients expand internationally, enter new markets, improve customer satisfaction - and much more. So when you want to take your business into uncharted territory, you can rest assured we’ll be there to share our expertise and help you understand this next move better.

2.Advising you on business decisions.

The most rewarding type of BPO business partnership is one in which your BPO provider takes on the role of strategic partner. This is what we always aim to provide to our customers because it gives them the most value and allows us to guide them toward success. So, piggybacking off the first point above, we won’t just share our expertise, but we’ll also advise you with recommendations that are based on data and experience.

3. Helping you connect the dots between initiatives and desired outcomes.

When we first plan out the scope of our engagement, we’ll learn more about what your organizational goals are for your business. Then we can suggest, and plug in, exact strategies and tactics to help you achieve them. For example, you may have a great customer loyalty program, but no way to measure customer satisfaction. We can help you implement tools like NPS, CSAT, and FCR to begin tracking how happy your customers are, and creating ways to improve retention accordingly.

Your Company’s Responsibilities

1. Sharing expertise in your business and your industry.

We know outsourcing inside and out and have extensive knowledge of customer service, call center management, content moderation, technical support and all the services we offer in multiple industries. But we also understand that no one knows your business as intricately as you. So, although your BPO provider should provide a wealth of industry experience, they should still lean on the partnership to learn the intricacies and specifics tailored to your company and the market you’re in, so you can work together to make the best decisions for your business.

2. Defining your desired outcomes.

Since you know your business best, and likely have built it from the ground up, you also likely have a long-term vision. What are your annual goals? What are the goals you have for the next five years? What would be your ideal exit strategy, if you have that in mind? All the goals, plans, hopes and dreams you have for your business should be shared with your BPO partner. This is the best way to help us help you get there.

3.Making the final strategic decisions.

As mentioned above, a provider like Conectys won’t be shy about sharing their expertise and advising you on business decisions. But when all is said and done, the best partners will also embrace the fact that it’s your company and your decisions ultimately. So we’ll make sure to give you all the information and recommendations we can while respecting the fact that you’ll make the final call on strategic decisions.

Of course, there’s a lot of variability within these areas depending on your partnership, but following this division of responsibility is how we’ve seen our BPO business partnerships thrive most. Please contact us if you’d like more information about outsourcing your business processes.

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